CitiMortgage

Loan Consultant Portal

Challenge

Develop a Customer Engagement Portal that would enable CitiMortgage Loan Consultants (LCs) to maintain an active and engaging dialogue with their customers and prospects at various stages of the mortgage acquisition process. Loan Consultants wanted a secure platform to send personalized direct mail communication. Although crucial to the decision making process, managing the logistics of the ongoing communication process was time consuming and inefficient. On their wishlist was a tool that would let LCs manage their prospect/customer list in the cloud.

Solution

Digital Wavefront designed and developed a secure online portal that enabled Loan Consultants (LCs) to deliver personalized communication. A virtual address book allowed them to maintain their contact list and manage their campaign recipient list for upcoming communications. Built-in email workflows and trigger-based emails allowed the system to deliver alerts and confirmation emails. An XML data feed from USPS, the logistics provider, enabled them to track the packages in real-time, enabling them to precisely schedule a follow-up phone call.

Results

Case Study Results

Automated Engagement Portal

Secure yet easy-to-use online portal to automate all aspects of customer engagement.

Case Study Results

35% Increase in Participation

Community participation among Loan Consultants increased by 35% within 8 weeks of launch.

Case Study Results

Virtual Address Book

Securely manage the recipient list for ongoing campaigns.

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